About the Memory Assessment Service (MAS) The Memory Assessment Service is provided by Here in partnership with Alzheimer’s Society, Sussex Partnership NHS Trust and the Brighton and Hove Carer’s Centre. The service was launched in June 2013 and is run by Specialist GP’s, Nurses and Memory Support Workers. MAS provides access to memory testing and diagnosis, and offers advice, care and support for people with dementia and their care givers. Job purpose Patient Care Advisors are the first point of contact for the people we serve. It is a central function to support the delivery of goals and objectives of the Memory Assessment Service; ensuring patients and their care givers receive the support that matters to them, and to provide access to memory testing and diagnosis. Patient Care Advisors are responsible for providing all aspects of administrative service delivery, including the booking of patients, resolving patient queries, working with the clinical team, and supporting delivery of services that exceed patient expectations. We work with GP practices, hospital and community staff, and clinicians to ensure Here processes referrals to the most clinically appropriate service in an accurate and timely manner in accordance with the agreed corporate, local and national targets, and initiatives. Patient Care Advisors support the delivery of efficient clinical services by ensuring that patients are proactively managed at all stages of their care and are flexible in providing support to adapt to the requirements of the business. This role sits within the Memory Assessment Service and is employed by Here.A Although the role is advertised as a part-time permanent (0.8 WTE, 30 hours a week) position, we will also be happy to consider this as a casual hours role if this is more suitable for applicants. Main duties and responsibilities Patient Care Patient Care Advisors are the first point of contact for the people we help, which means they: Ensure daily management of referrals from GP practices and other NHS providers. Working with providers to resolve queries and issues that arise through the Here process. Receive and record electronic and manual referrals using SystmOne, Outlook, and other IT and manual systems to record, track, onward refer and book patient appointments, processing and dispatching referrals inside agreed times and targets. Contact patients by telephone to book and process their appointments to see an NHS specialist for an opinion, ensuring that patients are contacted in a timely manner. Offer choice directly to patients where appropriate and support them in making that choice through providing information, and discussion. Use computer or paper-based systems to actively manage patients through care pathways and provide clinicians with all necessary clinical notes prior to specific clinics. Action any subsequent follow up notes (such as processing and writing clinic outcome letters, booking follow up appointments, telephone calls, diagnostic tests, patient letters, dealing with DNA’s), ensuring that clinic capacity is used as efficiently as possible. Assess and resolve patient queries concerning their referrals, appointments, and diagnostic tests in a timely and professional manner. Ensuring that any complaint or incident is investigated and escalated through agreed protocols. Maintain data security and patient confidentiality by adhering to auditable Here processes and protocols. Record information using a variety of computer and paper-based systems, including Here clinical and information systems. Ensure the accuracy and quality of data recorded using available reporting tools to check data quality. Data & Systems Patient Care Advisors work with data about our patients every single day, meaning they will: Use a range of computer and paper-based systems, including SystmOne and e- Referral Service (eRS), to contact patients, book appointments and send confirmation letters. Be responsible for proactively scheduling and maintaining MAS patient clinics to include first appointments, follow ups and telephone appointments, ensuring co-ordination of receipt of diagnostic tests with appointments to limit rescheduling. Arrange appointments for diagnostic tests (such as MRI scans) and liaise with the diagnostic departments to obtain results. Support the Senior Patient Care Advisor in planning clinic capacity, working with clinicians and GP practices to arrange additional clinics when necessary, helping to ensure that adequate capacity is available to avoid delays. Work with practice and triage clinicians to ensure the appropriate clinic / service is identified for referrals using guidelines appropriate to each specialty and with reference to managerial and clinical advice. To support clinicians and support workers in the delivery of efficient services by ensuring that existing service systems are maintained and assisting with the development of new systems that are introduced. Support GP practices where appropriate to provide training on Here processes and establish and maintain effective communication with GPs and practice staff, using persuasive and motivational skills where co-operation is required. Team & Culture Patient Care Advisors all belong to a bigger team that support each other, and because of that they: Work on own initiative, to plan time effectively, to multi-task successfully, and prioritise own workload on a daily basis, working autonomously within own work area seeking advice when appropriate. Demonstrate a willingness to improve and set personal goals, and to show commitment to both their immediate and wider team. Work closely with other members of the administrative team, to provide cover during periods of sickness and annual leave. Attend team meetings, regular briefs, one-to-ones and training sessions. Train other members of staff as required on the core functions of Here and MAS. Carry out other administrative function for the service, which could include writing reports, attending meetings, dealing with post, and answering patient and other health professional enquiries in person or via electronic communications. To be flexible to shift working to ensure that the service has adequate cover during opening hours. Person Specifications We want all employees to belong, thrive and contribute to our purpose, creating exceptional care for everyone. Our Patient Care Advisors have several qualities and skills that best fit our working culture. The methods we use to see which of these you have can include: The application you submit to us Any interview/s you attend with us Any certificates we may ask to see The test we may set you during an interview Positive about disability We’re committed to developing the careers of individuals with a disability. We will give full and fair consideration for all applicants. Applicants who confirm a disability that meet the essential criteria and evidence this within their application, will be interviewed. Here value diversity and are committed to creating an inclusive culture where everyone can be themselves and reach their full potential. We actively welcome applicants who identify as LGBTQ, disabled, and people of the Global Majority. people who identify as Black Caribbean, Black African, South Asian, East Asian, Middle Eastern or Latin. The skills, knowledge, and qualities we are looking for in our Patient Care Advisors Qualifications NVQ Level 3, Certificate of Higher Education and/or equivalent experience - Essential - Assessed on Application and Certificate. Proven record of good timekeeping and attendance - Essential - Assessed on Application and interview. Able to show an understanding of issues relating to equal opportunities - Essential - Assessed on Application and interview. Skilful handling of situations with consideration for others - Essential - Assessed on Application and interview. Able and willing to work flexible hours with a late rota - Essential - Assessed on Application and interview. Experience and job-related knowledge Previous experience in an administrative role - Essential - Assessed on Application and interview. Able to work with a professional team - Essential - Assessed on Application and interview. Experience of customer care or similar service industry practise - Essential - Assessed on Application and interview. Previous experience of using Word, Excel and Outlook - Essential - Assessed on Application and interview. Able to comply with patient confidentiality and Data Protection requirements - Essential - Assessed on Application and interview. Experience of patient administration systems and/or appointment booking systems - Essential - Assessed on Application and interview. Experience of dealing with difficult conversations by telephone - Essential - Assessed on Application and interview. Knowledge of principles of care e.g. First do no harm, and patient confidentiality - Essential - Assessed on Application and interview. Skills Effective communication, both face to face and on the telephone with a range of people in various situations - Essential - Assessed on Application and interview. Excellent telephone manner, managing calls in a professional wa - Essential - Assessed on Application and interview. Good listening skills, with the ability to maintain focus, recognise distractions, and deal with them appropriately - Essential - Assessed on Application and interview. Able to plan and organise own work effectively and work under own initiative to meet demanding deadlines - Essential - Assessed on Application and interview. Thorough approach to recording accurate information and data entry - Essential - Assessed on Application and interview. Things you need to know As an employee of ‘Here’ you may gain knowledge of a highly confidential nature relating to the private affairs, diagnosis and treatment of patients, information affecting members of the public, matters concerning staff and details of items under consideration by ‘Here’. Under no circumstances should such information be divulged or passed to any unauthorized person. This includes holding conversations with colleagues concerning patients or staff in situations where the conversation may be overheard. Breaches of confidence will result in disciplinary action which may involve dismissal. HEALTH AND SAFETY All staff have a responsibility to perform their duties in such a way that accidents to themselves and to others are avoided, and to cooperate in maintaining their place of work in a tidy and safe condition, thereby minimising risk. Employees will, therefore, refer any matters of concern through their respective line managers. Similarly, it is each person’s responsibility to ensure a secure environment and bring any breaches of security to the attention of their managers. USE OF NEW TECHNOLOGY We will make use of computer technology. Staff should expect to use automated information systems in their work in order to improve quality and co-ordination of services, and to enable faster and more accurate communication within and outside of the organisation. EQUAL OPPORTUNITIES Our policies and practices are designed to ensure equality of opportunity in employment and service delivery. All staff are expected to comply with these policies and practices. TRAINING AND DEVELOPMENT All employees have a responsibility to undertake statutory and mandatory training that is required by ‘Here’. In accordance with the Training and Development Policy staff are expected to actively participate in the appraisal system and using this process to develop a Personal Development Plan (PDP). NO SMOKING POLICY We operate a no-smoking policy. This applies to all staff and visitors. This policy also includes travelling in ‘Here’ owned or leased vehicles during work time and whilst travelling in their own vehicles whilst on duty, in work time or whilst on ‘Here’ premises. It is a condition of employment for staff that they do not smoke whilst on duty or anywhere on the premises including the car park.